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Customer Service Tips for the Front Line

Do you want to deliver delicious service? If yes, then read these 35 customer service tips and evaluate your skill level of performance. Which tips do you follow every single day and which ones do you need to start practicing in order to serve the customer better? Remember, little things don't mean a lot; they mean everything in customer service.

Treat All Customers With Respect.

  1. Make eye contact.
  2. Introduce yourself.
  3. Smile when assisting.
  4. Let them know you are there to help.
  5. Treat them like you would guests in your home.
  6. Allow them to go first in elevators, lines, and doorways.
  7. Remember the golden rule --- treat others as you would like to be treated.

Be Responsive To All Customers.

  1. Be visible and available at all times.
  2. Apologize for long waits when they occur.
  3. Help people who look lost, confused or upset.
  4. Take initiative and have a "YES, I can" attitude.
  5. If you can't help a customer, find someone who can.
  6. Never ignore a customer when on the phone or helping someone else.
  7. Use positive words like "Please and Thank you" to create positive impressions.

Stop, Look and Listen Attentively.

  1. Explain what you're doing.
  2. Stay calm when people are upset.
  3. Encourage the customer to ask questions.
  4. Make sure the customer understand the information given.
  5. Put a "smile" in your voice before answering the telephone.
  6. Pay full attention to the customer and take notes if necessary.
  7. Don't use jargon or technical terms when talking to customers.
  8. Avoid defensive listening, i.e. thinking about what you're going to say next.
  9. Ask questions and repeat to make sure you understand what the customer wants.
  10. Use the 6"W" questions (who, what, when, where, why) to get to the real problem.

Solve the Customer's Problem.

  1. Apologize first, explain later.
  2. Be knowledgeable and confident.
  3. Provide accurate answers or referrals.
  4. Give alternative solutions instead of saying no.
  5. Find someone who can solve the problem if you can't
  6. Tell customers what you can do, not what you can't do.
  7. Use your best judgment in a particular situation and be flexible.
  8. Follow through to ensure that the customer's problem has been solved.
  9. Cooperate with other department to provide more convenience for the customer.
  10. Avoid these phrases: "It's not our policy, I can't do that, I don't know, that's not my job."
  11. Remember what you do is important for the customer, for your team, and for the company.

Leadership Matters! Do You Have It?

Powerful leaders lead powerful organizations! Make it happen for you. Take a look at these resources: Coaching 4 Results, Branding 4 Service, Speaking 4 Impact and W.O.W.W. Tools. Be a Force for the Future.

Make sure you sign up for Make Waves!, our free e-newsletter on how to lead better, faster and smarter. Bonus: 35 page ebook 101 Bite Size Leadership Tips with a BIG Impact!

Contact us to explore how Leaders at All Levels can work with you to be A Force for the Future!

Copyright 2006-2009, Marcia Zidle. Will you have a bright future? Are you ready to make your organization stand out in the crowd in competing for customers, clients, funders or community awareness? Contact us and let us show you how to make that happen. 

Would you like to reprint this article in your trade journal, newspaper, website, company newsletter or e-zine? See Note to Editors.